Strategic focus 2: Enhancing our core operational functions
The gambling industry continues to evolve and develop at pace. As the regulator of this industry, we must ensure that our regulation continues to adapt and evolve so we continue to regulate effectively in the public interest.
Here are the specific deliverables which will support the delivery of this strategic focus:
Establish an approach that better supports industry engagement and communication
We will:
- develop an account management style framework designed to build and enhance two-way levels of trust, engagement and communication - this includes undertaking a pilot scheme to improve communication and introducing an account style management framework
- facilitate regular opportunities for cross-industry dialogue and information sharing.
Why: This forms part of our strategic commitment to invest in a programme of activities exploring how licensees can be supported to meet their responsibilities to consumers and the wider public.
As a result: We will have a framework of activity and channels of communication that will fulfil the mutual appetite for increased transparency and engagement. Improved communication will enable licensees to address issues earlier and reduce the risk of adverse consumer outcomes.
Enhance our core operational capabilities
We will:
- commence the implementation of a new case management system, that on completion will support all operational functions
- develop enhanced data and reporting to support internal insights and performance
- capitalise on efficiencies within operational functions allowing us to focus on more value-add regulatory activities.
Why: This forms part of our strategic commitment to evolve our licensing, compliance and enforcement work including improving our core processes, technology and related approaches.
As a result: We will have enhanced operational capabilities ensuring that we can continue to deliver an effective and trusted service, capable of keeping pace with the digital age. This in turn will increase the effectiveness of our work to deliver positive outcomes for consumers, the wider public and licensees.
Respond to the consultation on financial penalties
We will publish a response to our consultation and implement any changes arising.
Why: This forms part of our strategic commitment to evolve our licensing, compliance and enforcement work including improving our core processes, technology and related approaches.
As a result: The industry will have a clear understanding of our future approach to financial penalties.
Improve the transparency of industry compliance
We will publish information on our compliance findings whether regulatory action is taken or not in the form of compliance snapshots.
Why: This forms part of our strategic commitment to develop our approach to assurance including increasing transparency of industry compliance levels by theme and licensee.
As a result: The public and licensees will be more aware of relative levels of compliance. We will be better able to identify trends and themes across the industry to target our resource to the greatest effect. We will measure progress by reporting on increasing levels of industry compliance, building an initial benchmark and then demonstrating positive trends towards greater compliance.
Read more details about this strategic focus in our corporate strategy.
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Strategic focus 3: Setting clear, evidence-based requirements for licensees
Last updated: 15 April 2024
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